The 7th Claims Club Annual Conference by yaosaigeng


									                                            12 October 2011,                          Hosted by

                                            Victoria Park Plaza, London

                                              Keynote address:
                                              Rt Hon Jack Straw MP

                                                                                  d Septemb
                                                                       Book by 2n 0
                                                                       and save £

The 7th Claims Club
                                            Headline sponsors

Annual Conference                           Associate sponsors
A forum for debate, a catalyst for change

Book by 2 September and save £100
FREE registration for Claims Club members             Drinks reception sponsor                      This event has been
                                                                                          accredited by the CII
                                                                                          and can be included
                                                                                          as part of your CII
                                                                                          CPD requirement
                                                                                          should you consider
                                                                                          it relevant to your professional
                                                                                          development needs.
                                                                                                                    Register now
Letter from the Chairman
The 7th Annual Claims Conference: bringing the claims                                                              Phone   020 7484 9924
community together to discuss, debate and instigate change                                                         Web

Dear colleague,                                               Who you will meet                            Attendees last year included:
The Claims Event is the Post Claims Club’s annual             •	Claims	Club	Members                        ACE European Group        Halifax General
conference, and the only event it hosts that is open to       •	Claims	Directors                           Ageas                      Insurance
non-members. It offers a unique opportunity for suppliers     •	Claims	Managers                            Allianz                   Hertz Europe
to the claims community to meet and network with our                                                       Allianz Global            HSBC Insurance
                                                              •	Claims	Service	Providers
members, senior claims managers from the UK’s largest                                                      Corporate & Specialty     Jubilee
                                                              •	Underwriters                               Aviva                     LV=
insurance companies.                                          •	Marketing	Managers                         AXA Insurance             Marsh
The largest and most comprehensive conference in the          •	Call	Centre	Managers                       BGL Group                 MMA Insurance
claims sector, the event will address the major challenges    •	Loss	Adjusters                             Brit Insurance            Motor Insurance
facing your business in 2011 and beyond. This year’s          •	Loss	Assessors                             Broker Direct              Bureau
agenda incorporates a strong focus on the future of claims,                                                C N A Insurance           NFU Mutual
                                                              •	Trade	Association	Representatives
covering key themes from preparing for a market without                                                    Company                   Provident Insurance
                                                              •	Regulators                                 Chartered Institute of    QBE Insurance
referral fees, to developing the claims leaders of tomorrow
                                                              •	Solicitors                                 Loss Adjusters            RBS Insurance
and streamlining operating models to improve customer
                                                              Conference highlights                        Chaucer Insurance         RSA Group
                                                                                                           CIS                       Service Policies
Through a combination of expert presentations, panel
                                                              for 2011:                                    CWMC                      Sterling Insurance
debates and interactive discussion, this event will provide   •	Evaluating the operational and             Ecclesiastical            Techinsure
claims professionals with an unrivalled forum in which to       commercial impact of a referral fees       Insurance                 Towergate
debate, and shape, the future of the industry.                  ban on insurers                            Esure                      Underwriting
                                                              •	Evolving your claims operating model to    Europa General            Tradex Insurance
I look forward to meeting you at the conference in October.                                                Underwriters NI           USAA
                                                                meet customers’ needs
                                                              •	Identifying and developing the claims      Financial Services        Weqaya Takaful
                                                                leaders of tomorrow: A view from today’s   Compensation               Insurance
                                                                rising stars                               Scheme                    WMIC
                                                                                                           First Assist Insurance    XL Insurance
                                                              •	Improving vehicle safety and cycle times
                                                                                                           Services                  Zurich Municipal
Jonathan Swift                                                  for motor claims
                                                                                                           FM Global Insurance
Chairman                                                      •	Managing the implications of major         FSCS
The Claims Event 2011                                           weather events, from escape of water to    Groupama Insurances
                                                                flood claims
Agenda                                                                               12 October 2011,
                                                                                     Victoria Park Plaza, London

08.30   Registration and coffee                                                      11.00   The changing legal landscape for liability insurance
09.00   Chairman’s welcome and interactive voting                                            •	How much? Ogden tables, discount rate review and ‘Jackson’ damages
        Jonathan Swift, editor in chief, Post Magazine                                       •	For what? Causation, compensation culture and personal responsibility
                                                                                             •	By which process? Portals, predictable damages, and mediation issues
                                                                                             •	In what forum? A look at Rome II and UK devolution
                                                                                             •	Come again? The increasing use of judicial review in shaping policy
09.15   Evolving your claims operating model to meet your customers’ service needs           Alistair Kinley, head of policy development, Berrymans Lace Mawer
        •	Which works better: specialists for each phase of a claim, a dedicated     11.30   Mitigating losses from the growing spate of escape of water claims
          claims handler throughout the process, or a hybrid model?                          •	Trends in escape of water claims in the wake of recent freeze events
        •	How does streamlining claims processes impact the skills requirements              •	Is changing the terms of cover a viable solution? What will be the long
          of the department?                                                                   term impact on customer satisfaction?
        •	How do you make the transition?                                                    •	Exploring preventative measures, from educating customers on risk
        •	Demonstrating ROI on operating model transformation                                  management to installing mechanisms for protecting pipework
        Professor John Seddon, managing director, Vanguard Consulting                        Joanne Musselle, head of claims UK and group claims strategy, Hiscox
09.50   Skills panel discussion: How do the leaders of tomorrow view the claims      12.00   Questions and comments
        sector of today?
        •	What, if anything, makes school leavers and graduates choose a career              Streamed sessions
          in insurance claims?                                                       12.15   Improving vehicle safety: What can     The future of flood claims
        •	What more could the profession do to attract young talent?                         insurers do?                           •	Trends in global warming and their
        •	Are current personal development strategies as effective as possible?              •	Latest innovations in crash            predicted impact on flooding
        •	What more could we do to develop and retain our best claims talent?                  avoidance and mitigation             •	How will the relationship between
        Chair: Tony Emms, UK chief claims officer, Zurich                                      technology                             the government and insurers evolve
        Panelists:                                                                           •	Encouraging and incentivising          over the next couple of years?
        Tim Andrews, claims manager (technical), Aviva UK                                      customers to drive safer cars        •	How great is insurers’ appetite for
        Neil Higgins, senior claims adjuster - global casualty and professional              •	What support does the car industry     underwriting flood risks? How will
        indemnity claims, QBE European Operations                                              expect from insurers, and how can      this impact claims departments?
        Robin Stagg, corporate partner claims team leader, Allianz Insurance                   we work better together?
10.35   Coffee and networking                                                                Andrew Miller, research director,
                 Last Year’s Event:                                                  13.00   Lunch and networking
Another quality event by Post Magazine with informed speakers presenting relevant topics
that affect the industry and an excellent opportunity to network.
Bob Still, Claims Director, Tradex Insurance. The Claims Event 2010 attendee.

13.45       Delivering results through Claims Technology                                  16.00   Referral fees panel debate
            •	The technology landscape today                                                      •	Should insurers ban referral fees? Will the government ban them for us?
            •	European technology trends                                                          •	How will the market change if referral fees are banned, and what
            •	The challenges of driving claims change                                               operational and commercial impact will this have on insurers?
            •	What is delivering most value to insurers?                                          •	Working collaboratively to combat the compensation culture
            Imran Ahmed, partner – financial services performance improvement,                    James Dalton, assistant director, Motor, Property and Liability, ABI
            Ernst & Young                                                                         Judith Gledhill, head of personal injury, Thompsons Solicitors
14.15       Working with the repair industry to improve cycle times                               Robin Reames, claims director, Axa Personal Lines Direct
            •	Why does it take so long to repair a car?
            •	What innovations in technology and process could we implement to
              improve cycle times?
            •	Changing the mindset of the repair industry to improve efficiency and
              put the customer at the centre of the process                               16.45   Chairman’s summary and close of conference
            Rob Smale, claims and operations director, Ageas                              17.00   Drinks reception sponsored by
14.45       Questions and comments
14.55       Coffee and networking
15.25       How will recent and future legislation change claims practices?
            •	The Jackson Review in practice: How should it change insurers’
              operating models?                                                             Venue details:                                     VICTORIA STREET
            •	Cracking down on claims farming and the use and abuse of consumer data
                                                                                            Victoria Park Plaza


            •	Is there any future for referral fees? Preparing for a world without them


            •	Whiplash damages: How does the UK compare with other jurisdictions            239 Vauxhall Bridge Road                             SP


              and what could we learn from them?                                            London, SW1V 1EQ                           TER



            Rt Hon Jack Straw MP                                                                                                                                                OU


                                                                                            2 minutes’ walk from                                                AC

                                                                                            Victoria Underground &



                                                                                            British Rail Station                                                                         ST


                                                                                            (Gatwick Express, Connex                   BE                                     HA            RO
                                                                                                                                         LG                             ING               AM RIA
                                                                                            South Central, Southwest                       RA                     G ILL                G’H O
                                                                                                                                             VE                                                 T
                                                                                                                                                                                             VIC RK
                                                                                            Trains & Orient Express)                            R      OA                                     PA AZA
                                                                                                                                                         D                                     PL
Sponsors                                           Headline sponsors                        Associate sponsors                                                                                        Drinks reception sponsor

Headline sponsors:                                 Associate sponsors:
Berrymans Lace Mawer LLP (BLM) is a leading        Auto Windscreens works in partnership with insurers to        CSC’s mission is to be a global leader in providing      ISO is a leading provider of products and services that
national law firm which is renowned for its        deliver a full automotive glazing service for virtually any   technology-enabled business solutions and services.      help measure, manage, and reduce risk. ISO provides
dispute resolution and insurance expertise.        policyholder’s vehicle – from cars, coaches and HGVs          With the broadest range of capabilities, CSC offers      data, analytics and decision-support solutions to
Clients are drawn from across the commercial       to rail, marine and plant equipment. The company is           clients the solutions they need to manage complexity,    professionals in many fields, including insurance,
                                                   committed to delivering world class customer service          focus on core businesses, collaborate with partners      finance, property, health services, government and
sector, FTSE 100 companies, the insurance          at every touch point of the business, from its UK-based       and clients, and improve operations. CSC offers claim    human resources. Clients use ISO’s databases and
industry, local authorities, professional          contact centre to its nationwide network of 94 fitting        consulting services to optimise the overall claims       services to classify and evaluate a variety of risks and
services and the public sector. It is these        centres and fleet of nearly 700 fully equipped mobile         process, identify issues and create improvement          detect potential fraud. Around the world, ISO’s services
clients that help drive BLM’s ambition to be       units. Having both a windscreen manufacturing plant           strategies.                            help customers protect people, property and financial
a leader in its field, working in partnership      and an in-house Innovation and Training department                                                                     assets. ISO’s claims solutions include Claims Outcome
                                                                                                                 Enterprise Rent-A-Car is an international rental
with businesses by providing a seamless            also enables Auto Windscreens to remain at the
                                                                                                                 car company with more than 7,000 locations and
                                                                                                                                                                          Advisor (COA) the leading personal injury claim
service to help them achieve their goals. It is    forefront of the automotive glazing services industry.                                                                 evaluation system, the powerful Xactware suite of
                                                                                                                 900,000 vehicles worldwide. Specialising in providing
this determination that has led to BLM’s                                                                                                   property estimating systems and Netmap anti-fraud
                                                                                                                 replacement vehicles and courtesy cars that are relied
description in independent legal directories                                                                                                                              visual link analysis software.
                                                   Cordys offers a different approach to end to end claims       upon in the event of an accident, we also provide
and client surveys as a firm that has its finger   management. Combining out of the box capabilities             daily and weekend rental for private or business use.    The Revival Group is a disaster restoration service
on the ‘pulse of the market’.          and a technology platform designed for provide speed          Since establishing ourselves in Europe more than         provider supporting businesses and individuals
                                                   of delivery, ease of use and change, and business             ten years ago, we have gone from strength to strength    throughout the World. Our reputation as a niche
Ernst & Young is a global leader in assurance,     empowerment within a case and process management              and are now firmly established as one of the top         service provider is second to none. The bulk of our
tax, transaction and advisory services.            framework with unique to integration. The breadth             three rental car companies in the UK and a growing       work is carried out as part of an insurance claim.
Worldwide, our 144,000 people are united           of capabilities of Cordys’ platform allows it to deliver      competitor in Europe. With over 3,000 staff across the   Our reputation is such, we are sole providers of disaster
by our shared values and an unwavering             compelling options leveraging existing systems with           UK and Ireland in our 330 branches, three quarters       recovery services to many of World’s leading insurance
commitment to quality. We make a difference        persuasive short term ROIs. The depth of functionality        of the UK population live within five miles of an        companies.
by helping our people, our clients and our         lends itself to provide an interesting option to system       Enterprise location.
wider communities achieve their potential.         retirement/replacement. Business value manifests itself                                                                Drinks reception sponsor:
                                                                                                                 Since its conception in 1988, Imperial Consultants
                                                   through reduced indemnity, processing time and fraud,                                             improved customer experience, operational visibility
                                                                                                                 has grown to become the UK’s foremost specialist
                                                                                                                 buildings claim validation and settlement provider       C&S Associates is a leading independent provider of
                                                   and data accuracy, greater flexibility, data driven                                                                    Defendant services supporting insurers, corporates
                                                                                                                 servicing an increasing number of the UK’s leading
                                                   continuous improvement from granular dashboards and                                                                    and fleets. Whilst presenting an end-to-end
                                                                                                                 insurers. Imperial Consultants has recently launched a
                                                   lower operational expenses.                                                                                 technical claims handling capability, specialising
                                                                                                                 number of initiatives which have delivered significant
                                                   Based in Atlanta, Georgia, Crawford & Company is              cost reductions for its insurance clients’ claims        in bodily injury, we also offer dedicated legal costs
                                                   the world’s largest independent provider of claims            settlement and claims management expenditure,            negotiation and a range of intervention services.
                                                   management solutions to the risk management and               whilst continuing to ensure a consistent positive        Our validation and management processes recognise
                                                   insurance industry as well as self-insured entities,          claims experience is provided to their customers.        the necessity to treat all claims individually and
                                                   with a global network of more than 700 locations in           Imperial Consultants does not generate any additional    uniquely affording us the opportunity to control
                                                   63 countries. The Crawford System of Claims                   income through referral commissions or retrospective     and contain cost. By introducing techniques and
                                                   SolutionsSM offers comprehensive, integrated claims           payments from third party suppliers. The service         behaviours through competent, knowledgeable
                                                   services, business process outsourcing and consulting         Imperial Consultants undertakes is truly impartial and   people we achieve earliest settlement at a much
                                                   services for major product lines including property and       independent.                     reduced cost. A blend of fee enhancements help us
                                                   casualty claims management, workers’ compensation                                                                      to achieve exceptional results.
                                                   claims management and legal settlement
                                                   Interested in sponsoring Post Magazine’s Claims Club?
                                                   To discuss the options available please contact Sajeeda Merali on 020 7316 9765 or email
Booking form                                              12 October 2011,                                                                                                                          Hosted by

                                                          Victoria Park Plaza, London
To register for this event please complete your details

  1st delegate                                              Booking options
                                                            Please insert number of delegates attending in the relevant box                     How to register
Title              First name

Surname                                                    Post subscriber rate
                                                           Earlybird Rate (Available until 2 September)                Standard Rate
Job Title
                                                                                                                                                Complete the form below and send to:
Company                                                         £625 + VAT*                                                 £725 + VAT*         Chris Pullinger, Post Events,
Address                                                    Standard rate                                                                        28-29 Haymarket,
Town                                       Postcode        Earlybird Rate (Available until 2 September)                Standard Rate
                                                                                                                                                London, SW1Y 4RX
Tel                                        Fax
                                                                £725 + VAT*                                                 £825 + VAT*
Mobile                                                     * VAT will be charged at 20%                                                         Web
  2nd delegate                                              Payment details                                                                     020 7484 9924
Title              First name                                 I enclose a cheque payable to Incisive Financial Publishing Ltd
Surname                                                       Please debit my amex/visa/mastercard (Please circle the card you wish to use)
Job Title                                                 Cardholders name
                                                                                                                                              • Payment in full is required unless written notice is received by
Company                                                                                                                                         Incisive Media 21 days before an event, whereupon the booking will be
                                                          Card No                                                                               credited minus a £350 administration charge. We regret that no refunds
                                                                                                                                                can be given after this period. A substitute delegate is always welcome at
Address                                                                                                                                         no extra charge.
                                                          Expiry date                                      Issue No. (Switch only)            • Please make cheques payable to Incisive Financial Publishing Ltd
Town                                       Postcode                                                                                           • If a cancellation is made after this time, no refund can be made but a
                                                          Security code                                                                         substitute delegate will be welcomed. Please advise the organisers of
                                                                                                                                                any changes
Tel                                        Fax                                                                                                • All cancellations must be made in writing and will be acknowledged in
                                                          Card billing address (if different from above)                                        writing by Incisive Media
Mobile                                                                                                                                        • Due to circumstances which may be beyond its control, Incisive Financial
                                                                                                                                                Publishing Ltd reserves the right to make changes to the programme
                                                                                                                                                and/or speakers without prior notice Special Group discounts: Please call
Email                                                                                                                                           020 7484 9924
                                                          A receipt VAT invoice will be issued once payment has been received.                • Please note, lunch, tea and coffee are included in the cost of the event

                                                              Please invoice me at my company address
  Your head of department’s details                                                                                                           Venue Details:
                                                                                                                                              Victoria Park Plaza, 239 Vauxhall Bridge Road, London, SW1V 1EQ

                                                          Signed                                                            Date              For any additional information, please contact
Title              First name                                                                                                                 the organisers:
                                                                                                                                              Post Magazine Events
                                                                                                                                              Incisive Media
Surname                                                                                                                                       4th Floor, Haymarket House

Job Title                                                 Claims Club members attend for FREE.                                                28-29 Haymarket, London
                                                                                                                                              SW1Y 4RX
                                                                                                                                              Tel: +44 (0) 20 7004 7472
                                                          Please email to confirm                                  Please tick this box and return this page if you do not want to receive
Direct Tel                                                                                                                                       details of special offers which may be of interest to you
                                                          your attendance.
No. people in department

To top